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Thread: I don't need sanity, work in IT (thread) every day

  1. #7761
    Donor erichkknaar's Avatar
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    Quote Originally Posted by 56k Lagman View Post
    Moving from an ITIL certified help desk to a small MSP that has probably never heard of ITIL legit sucks. I miss ITIL
    It can be used to protect against pinheads by burying them in such dense documentation they never get back out again, but if the processes in it are followed with some lightweight implementations, instead of a literal reading they work very well at protecting the team from dumb requests.
    meh

  2. #7762
    Donor Aea's Avatar
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  3. #7763
    Joe Appleby's Avatar
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    Quote Originally Posted by Aea View Post


    Tapapapatalk
    nevar forget

  4. #7764
    Lana Torrin's Avatar
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    Hahaha.. Complain about Firefox saying your site is insecure. Site gets hacked in under 15 mins.

    Not bad internet.
    Quote Originally Posted by lubica
    And her name was Limul Azgoden, a lowly peasant girl.

  5. #7765
    Lana Torrin's Avatar
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    So today, I had the same project manager I have previously on multiple occasions told to fuck off till he gets a resource request come ask me again to look at an issue his project is having.

    For shits and giggles I agreed to take a look when I have a bit of time. Then because the universe agrees with me got promptly swamped with work.. No looking was done and I'm not going to be free of this for a few days now. Guess he will actually need to get a resource organized.
    Quote Originally Posted by lubica
    And her name was Limul Azgoden, a lowly peasant girl.

  6. #7766
    Being connected or on call doesn't mean your friends and family have to suffer along with you. The key is to draw bright lines between your "on" and "off" times, and manage your coworkers expectations for when you're supposed to be available. Here's how to turn that struggle for balance into an easily managed routine.

  7. #7767
    FatFreddy's Avatar
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    Quote Originally Posted by QuackBot
    Pastry.. That the best you can do?
    Quote Originally Posted by NotXenosis View Post

    M8, i have discussions that spam multiple accounts, you aren't even on my level

  8. #7768

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    Quote Originally Posted by Lana Torrin View Post
    Bah.. Monitoring at our place sucks and no one wants to take ownership on fixing it (or actively blocks people from fixing it). It's a combination of the following :

    - monitoring is done on a per machine basis. Any alarm at all on that machine is treated as the same priority.

    - monitoring can raise a high priority incident without human interaction.

    - monitoring is not cluster or service aware.

    - ops managers are risk adverse and would prefer to wake up a tech with 50 false alarms than fix it and risk missing a critical alarm.

    - monitoring is not context aware and can't close our prevent a ticket from waking someone up even if it stopped being an issue seconds later.

    This leads to the hilarity of getting a call at 2am for an app pool on a single web server recycling despite the being no outage because it's clustered, and it also fixing is self because it recycled, and no one is willing to stop it generating calls because there is no way to tell if it crashed or did what it was supposed to be doing.

    Again, even if it would have crashed, no outage because it was clustered.
    At least
    - your place has implemented monitoring
    - someone gest notified
    - someone reacts upon an alarm

    Here we've got
    - monitoring implemented for a few (randomly selected?) machines. Machines - mind ya, not services on those machines
    - staff responsible to administer machines/services do not have access to the monitoring tool/are not being notified about alarms, instead ...
    - ... alarms get send out to people who have long left the company and therefore the alarm SMS/email bounces around various servers until it gets dropped

    To just name the most prominent derps


  9. #7769
    Lana Torrin's Avatar
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    Quote Originally Posted by Hel OWeen View Post
    Quote Originally Posted by Lana Torrin View Post
    Bah.. Monitoring at our place sucks and no one wants to take ownership on fixing it (or actively blocks people from fixing it). It's a combination of the following :

    - monitoring is done on a per machine basis. Any alarm at all on that machine is treated as the same priority.

    - monitoring can raise a high priority incident without human interaction.

    - monitoring is not cluster or service aware.

    - ops managers are risk adverse and would prefer to wake up a tech with 50 false alarms than fix it and risk missing a critical alarm.

    - monitoring is not context aware and can't close our prevent a ticket from waking someone up even if it stopped being an issue seconds later.

    This leads to the hilarity of getting a call at 2am for an app pool on a single web server recycling despite the being no outage because it's clustered, and it also fixing is self because it recycled, and no one is willing to stop it generating calls because there is no way to tell if it crashed or did what it was supposed to be doing.

    Again, even if it would have crashed, no outage because it was clustered.
    At least
    - your place has implemented monitoring
    - someone gest notified
    - someone reacts upon an alarm

    Here we've got
    - monitoring implemented for a few (randomly selected?) machines. Machines - mind ya, not services on those machines
    - staff responsible to administer machines/services do not have access to the monitoring tool/are not being notified about alarms, instead ...
    - ... alarms get send out to people who have long left the company and therefore the alarm SMS/email bounces around various servers until it gets dropped

    To just name the most prominent derps

    After 3+ years of being woken up at random for no reason at all I can say that firstly I would prefer no one bother to monitor anything and secondly, no one really responds because we are so used to it just being a false alarm.
    Quote Originally Posted by lubica
    And her name was Limul Azgoden, a lowly peasant girl.

  10. #7770
    root's Avatar
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    Do you get a bonus when you get called up outside office hours?
    The Rapier is my love boat
    ~lowsec smallscale pvp 'n stuff~

  11. #7771
    Lana Torrin's Avatar
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    Quote Originally Posted by root View Post
    Do you get a bonus when you get called up outside office hours?
    We get, because our work is so awesome.. A 'standby' rate of about $5 a year (i think it works out to AU$100 a week) and then if we get calls its normal time.

    They also once tried to tell us we had to claim in 15 min increments which we all laughed at and kept billing a minimum of 1h. It was pointed out that as there is an SLA on even the most serious of incidents of 4h, we could quite easily log in, do nothing for 45 mins then start looking at the issue if they were going to start playing that game. This is one of the few arguments we have won.
    Quote Originally Posted by lubica
    And her name was Limul Azgoden, a lowly peasant girl.

  12. #7772
    Donor Eard's Avatar
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    We just overhauled our monitoring solution last year. I'm still a bit frustrated with what we aren't able to catch, but holy shit Lana you've made me feel better about our setup. It could be much much worse

  13. #7773
    Donor erichkknaar's Avatar
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    Yeah, real talk though, if you are an org who's job it is to be a guarantor of uptime, monitoring is like literally your primary means to measure success. How can your manglers know if they are reaching whatever their required uptime is without service oriented monitoring to provide basic availability statistics that their (not yours, as the line guy, but theirs, as the manager) bonus and performance review is based on?
    meh

  14. #7774
    theBlind's Avatar
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    Quote Originally Posted by erichkknaar View Post
    Yeah, real talk though, if you are an org who's job it is to be a guarantor of uptime, monitoring is like literally your primary means to measure success. How can your manglers know if they are reaching whatever their required uptime is without service oriented monitoring to provide basic availability statistics that their (not yours, as the line guy, but theirs, as the manager) bonus and performance review is based on?
    Customers-that-call-and-yell-as-opposed-to-customers-that-don't-call quota.
    Tanks: theBlind[URBAD] (in my heart there will always be a place for [FAIL])
    Planetside2: [UBAD]theAngelic

  15. #7775
    Donor erichkknaar's Avatar
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    Quote Originally Posted by theBlind View Post
    Quote Originally Posted by erichkknaar View Post
    Yeah, real talk though, if you are an org who's job it is to be a guarantor of uptime, monitoring is like literally your primary means to measure success. How can your manglers know if they are reaching whatever their required uptime is without service oriented monitoring to provide basic availability statistics that their (not yours, as the line guy, but theirs, as the manager) bonus and performance review is based on?
    Customers-that-call-and-yell-as-opposed-to-customers-that-don't-call quota.
    If your customer ever finds out something is wrong somebody fucked up.
    meh

  16. #7776
    Mallet Head Donor 56k Lagman's Avatar
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    how do I operate on your level guys

    Quote Originally Posted by Duckslayer View Post
    I should be home.now but I keep stopping to post. I'm in need of a mega poo. so much so that I'm tempted to leave slurry across one of these gardens and deal with the wiping later. gonna toss a coin

    phoneposting

  17. #7777
    Donor erichkknaar's Avatar
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    Quote Originally Posted by 56k Lagman View Post
    how do I operate on your level guys
    Be a nazi about monitoring and uptime.
    meh

  18. #7778
    Lana Torrin's Avatar
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    Quote Originally Posted by erichkknaar View Post
    Yeah, real talk though, if you are an org who's job it is to be a guarantor of uptime, monitoring is like literally your primary means to measure success. How can your manglers know if they are reaching whatever their required uptime is without service oriented monitoring to provide basic availability statistics that their (not yours, as the line guy, but theirs, as the manager) bonus and performance review is based on?
    Pinging servers..

    I shit you not, if a server can respond to ping its considered up in reporting and that's all they care about.

    Also the customer continually calls us on it so they can get a discount and literally no other reason. It kind of helps that 'reducing cost' seems to be their one and only goal and they give no shits about actual impact to the business. Nothing we have done in 4 years has focused on actually fixing an issue and in many cases we have broken working systems to save money.

    I can not emphasize how few shits are given at this point.
    Quote Originally Posted by lubica
    And her name was Limul Azgoden, a lowly peasant girl.

  19. #7779
    theBlind's Avatar
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    Quote Originally Posted by Lana Torrin View Post
    Quote Originally Posted by erichkknaar View Post
    Yeah, real talk though, if you are an org who's job it is to be a guarantor of uptime, monitoring is like literally your primary means to measure success. How can your manglers know if they are reaching whatever their required uptime is without service oriented monitoring to provide basic availability statistics that their (not yours, as the line guy, but theirs, as the manager) bonus and performance review is based on?
    Pinging servers..

    I shit you not, if a server can respond to ping its considered up in reporting and that's all they care about.

    Also the customer continually calls us on it so they can get a discount and literally no other reason. It kind of helps that 'reducing cost' seems to be their one and only goal and they give no shits about actual impact to the business. Nothing we have done in 4 years has focused on actually fixing an issue and in many cases we have broken working systems to save money.

    I can not emphasize how few shits are given at this point.
    You see, if I hadn't been following your posts with great interest for quite some time by now, I'd say you're joking.

    But I know you're not.
    Tanks: theBlind[URBAD] (in my heart there will always be a place for [FAIL])
    Planetside2: [UBAD]theAngelic

  20. #7780

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    At least Lana can ping servers, whereas the admins in #Brexitland responsible for running servers that we here rely upon, decided to disable ICMP.

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